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Interactive language response (IVR) process customization method and system, medium and electronic equipment

An interactive and process-based technology, applied in the field of communication, can solve the problems of development difficulty and high cost, and achieve the effects of lowering industry entry barriers, improving user experience, and improving development efficiency

Active Publication Date: 2019-08-09
重庆天蓬网络有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] At present, cloud call centers are more and more widely used, and the IVR (Interactive Voice Response, Interactive Voice Response) process needs to be customized. However, the customized process will directly generate executable files. At this time, all links such as variables and functions need to be Customized by customers; and the form of directly generating executable files is a tool-level application, which is relatively difficult and costly to develop, and requires a long period of maintenance and optimization to form a mature system

Method used

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  • Interactive language response (IVR) process customization method and system, medium and electronic equipment
  • Interactive language response (IVR) process customization method and system, medium and electronic equipment
  • Interactive language response (IVR) process customization method and system, medium and electronic equipment

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Embodiment 1

[0051] see figure 1 , the embodiment of the present invention provides a method for customizing an interactive voice response IVR process, the method comprising the following steps:

[0052] S1. Obtain a process execution plan application customized on a terminal page, and the process execution plan application includes several functional modules and corresponding parameters. Specifically, the terminal page uses the functional modules and connections to form the process execution plan application, and the functional modules are bound with corresponding parameter content. Each functional block can have multiple incoming lines, but each outgoing line can only have one line.

[0053] The corresponding parameter content of the function module includes access code, function module number, module type, input parameter list, output parameter list and exit. Wherein, the access code is a number based on a telephone entry process. The number of the function module is the number of th...

Embodiment 2

[0079] see Figure 5 , the embodiment of the present invention provides an interactive language response process customization system 500 , the system 500 includes: an acquisition module 510 , an analysis module 520 , a storage module 530 and a loading module 540 .

[0080] The acquiring module 510 is configured to acquire a process execution plan application customized on a terminal page, and the process execution plan application includes several functional modules and corresponding parameters. Specifically, the terminal page uses the functional modules and connections to form the process execution plan application, and the functional modules are bound with corresponding parameter content. Each functional block can have multiple incoming lines, but each outgoing line can only have one line.

[0081] The corresponding parameter content of the function module includes access code, function module number, module type, input parameter list, output parameter list and exit. Wher...

Embodiment 3

[0099] Such as Figure 7 As shown, this embodiment provides an electronic device, including: at least one processor; and a memory connected to the at least one processor in communication; wherein,

[0100] The memory stores instructions executable by the one processor, the instructions being executed by the at least one processor, to enable the at least one processor to:

[0101] Obtain a customized process execution plan application on the terminal page, which includes functional modules and corresponding parameter content;

[0102] Analyzing the application of the process execution plan according to the content of the parameters to generate process data to be customized;

[0103] storing the process data to be customized in a database;

[0104] Loading an IVR process file to an IVR running server, so that the IVR running server calls and parses the function module data in the database, and at the same time executes the business logic of the function module.

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PUM

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Abstract

The invention provides an interactive language response process customization method and system, a medium and electronic equipment. The method comprises the steps of obtaining a flow execution plan application customized by a terminal page, wherein the flow execution plan application comprises a plurality of function modules and corresponding parameters; the flow execution plan application generates flow data to be customized according to the parameters; stores the flow data to be customized into a database; loads an IVR process file oriented to all customized processes to an IVR operation server; the IVR operation server is used for calling and analyzing the to-be-customized process data in the database, and a function module in the process execution plan application executes corresponding service logic, so that the to-be-customized process data is transmitted by adopting a mode of generating the to-be-customized process data, and the development efficiency and the system stability are greatly improved; the user experience is improved; the enterprise investment time and the labor cost are reduced, and the industry admission threshold is reduced.

Description

technical field [0001] The present invention relates to the field of communication technology, in particular, to an interactive voice response IVR process customization method, system, medium and electronic equipment. Background technique [0002] A call center is a place or system that implements centralized user services based on modern communication technologies. Most call centers adopt CTI (Computer and Telephony Integrator, computer and communication integration) technology, which mainly includes call center platform and agents, and call center platform mainly includes server. [0003] At present, cloud call centers are more and more widely used, and the IVR (Interactive Voice Response, Interactive Voice Response) process needs to be customized. However, the customized process will directly generate executable files. At this time, all links such as variables and functions need to be It is formulated by customers; and the form of directly generating executable files is ...

Claims

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Application Information

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IPC IPC(8): H04M3/493H04M3/50H04M3/51
CPCH04M3/493H04M3/4936H04M3/50H04M3/51
Inventor 皮利
Owner 重庆天蓬网络有限公司
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